Remote IT Help Desk Engineer

Summary

Join our team as an IT Help Desk Engineer and provide remote and on-site support needs for managed services customers. You will be responsible for technical support, escalation requests, maintenance, and improvement projects.

Requirements

• Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems
• Strong interpersonal skills: video & telephony skills, communication skills, active listening, and customer care
• Diagnosis skills for technical issues
• Ability to multi-task and adapt quickly to changes
• Technical awareness to match resources to technical issues appropriately
• Service awareness of key IT services provided
• Understanding of support tools and techniques used to provide services
• Typing skills for quick and accurate entry of service request details

Responsibilities

• Provide IT support for client business applications and operating systems
• Support Microsoft technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc
• Support backup and disaster recovery solutions
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Implement and support remote access solutions: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control
• Monitor help desk and remote management system alerts and respond through service tickets
• Document maintenance for all computer systems and network infrastructure
• Communicate with customers as required, keeping them informed of incident progress, changes, or agreed outages
• Improve customer service, perception, and satisfaction
• Ensure fast turnaround of customer requests
• Work effectively in a team and communicate well
• Ensure requests are routed to the proper resource for quick resolution
• Escalate service requests requiring more senior support
• Enter time and expenses as they occur

Benefits

• Work for a growing Managed IT Services company in the Greater Seattle & Greater Austin areas
• Support the core network of small to midsized firms using Microsoft local and cloud applications
• Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis
• Maintain work-life balance in a flexible environment that values both personal and professional success
• Receive competitive benefits for your hard work and dedication
• Enjoy opportunities for pay growth and upward mobility as the company continues to expand